Support, reactivation, and feedback

Support follow-up

Ask whether the issue is resolved, collect a concise reason when it is not, and escalate complaints or safety-sensitive cases. Suggested outputs: resolved, still_open, reopened, human_requested, and sentiment.

Dormant-lead reactivation

Use Quick Qualify with a small retry limit. Remind the person of the prior enquiry without inventing history, ask whether interest remains, and honor opt-outs immediately. Route positive interest to interested; use junk_dnc when contact must stop.

Post-service feedback

Collect a rating and short reason, then ask permission before requesting more detail. Keep the scale consistent. NPS calculation and benchmarking should occur in your analytics layer unless a verified dashboard workflow provides it.

Measure resolution confirmation, reactivation rate, response rate, rating distribution, escalation rate, and opt-out rate.